We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 392389 results
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Decision Reference DRN-5762536
10 Sep 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5762536 The complaint Mr & Mrs G complain that Advantage Insurance Company Limited (“Advantage”) is responsible for poor-quality repairs under a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a compact sports utility or... (5 pages)View decision -
Decision Reference DRN-5765838
10 Sep 2025 Covea Insurance plc Not upheldInsuranceDRN-5765838 The complaint Mr L has complained that Covea Insurance plc (“Covea”) didn’t fairly deal with a claim he made under his car insurance policy. What happened Mr L’s vehicle was involved in an accident in 2023. He was unhappy with how Covea dealt with his claim, and raised a num... (3 pages)View decision -
Decision Reference DRN-5809289
10 Sep 2025 esure Insurance Limited UpheldInsuranceDRN-5809289 The complaint Mr and Mrs M complain about esure Insurance Limited’s decision to decline a claim under their home insurance policy. esure has been represented on the complaint by its agents. All references to esure includes its agents. What happened Mr and Mrs M had a home in... (4 pages)View decision -
Decision Reference DRN-5748300
10 Sep 2025 First Central Underwriting Limited UpheldInsuranceDRN-5748300 The complaint Mr H complains that 1st Central Underwriting Limited unfairly declined a claim on his motor insurance policy and left him liable for third party costs. What happened Mr H had a motor insurance policy underwritten by 1st Central, originally taken out in July 202... (2 pages)View decision -
Decision Reference DRN-5613441
10 Sep 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5613441 The complaint Mr W is unhappy with the decision made by Ageas Insurance Limited (Ageas) following a claim attempted for damage to his TV under his home insurance policy. What happened Mr W took out home insurance with Ageas. The policy included cover for ‘Moving home’, and ‘... (3 pages)View decision -
Decision Reference DRN-5607075
10 Sep 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5607075 The complaint Mr P complains Santander UK Plc (‘Santander’) hasn’t reimbursed him after he fell victim to an investment scam. Mr P’s complaint is brought through professional representatives. But for ease I’ll refer to Mr P throughout this decision. What happened In Septem... (7 pages)View decision -
Decision Reference DRN-5702454
10 Sep 2025 Nationwide Building Society Not upheldConsumer CreditDRN-5702454 The complaint Mr D complains about the loan application he made to Nationwide Building Society. What happened Mr D says he received marketing material letting him know he was “pre-approved” for a loan. When he applied, though, Mr D’s application was declined. Mr D complain... (4 pages)View decision -
Decision Reference DRN-5607392
10 Sep 2025 American International Group UK Limited Not upheldInsuranceDRN-5607392 The complaint Mr C complains that AMERICAN INTERNATIONAL GROUP UK LIMITED (AIG) unfairly declined his claim under his single trip excess reimbursement policy. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brie... (2 pages)View decision -
Decision Reference DRN-5545582
10 Sep 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5545582 The complaint Mrs W complains that TSB Bank plc unfairly closed her sole accounts without notice or explanation. What happened In December last year, TSB contacted Mrs W and advised her it was closing her accounts immediately. Mrs W complained that this was done without noti... (2 pages)View decision -
Decision Reference DRN-5545569
10 Sep 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5545569 The complaint Mrs W and Mr W complain that TSB Bank plc unfairly closed their joint account. What happened In December 2024, TSB wrote to Mrs W and Mr W to advise that their account would be closing immediately. They complained to the bank because TSB did so without notice o... (2 pages)View decision